Hum! All the Southwest employees were very patient today for the seven and half hours I spent with many of them standing on my feet. I was only able to sit for 10 minutes of those 7.5 hours. Unfortunately, many of the SW employees were missinformed and had many of us stand in lines for hours. Kiosk, 5 minute wait. Flight cancelled. Told to stand outside in the cold in two different lines at OAK from 5:32 AM until 8:30 AM. First line I was told to go to the special problems line. In the special problems line we stood for what seemed forever. Finally a woman rebooked my flight. I was told to go stand in another line at gate 23 to check in. I thought I had checked in. I stood in my third long line for two + hours. I got to the front and asked some clarifying questions. I asked, "So, I am not on this flight?" The attendant said I was on standby. Well this was the first time I was told this. I was number #17 on standby. Then I was told to sit and wait for my name to be called. Shock of all shocks, my name was called. I ran up to the check-in to have a boarding pass reprinted. In the meantime, a man with an outburst started to scream a bit. He was worried about something. Everyone's attention focused on him. I remained patient. Then instead of going back to the beginning of the line, the attendant called out the out burst guy's name. He shouted as if he hit the lottery. She boarded him. Then I spoke up because it had been my turn, but she got side tracked, and she said she had just given away the last seat on that flight. No rewards for being kind, patient for 7.5 hours, flashing smiles at the weary SW employees. Just a "I'm sorry." The CEO is correct when he speaks of this mishap causing folks to miss precious irreplaceable moments with loved ones. A college class reunion with friends from all over the globe Friday night will be missed. A visit with a sister, whom I have not seen in five years will be missed. A long needed massage appointment wil be missed. Stuff happens. Patience didn't pay off today. In the end I still tried to encourage the bedraggled SW employees with my gift of chocolate that was meant for my San Diego sister. A discourage mother of six with 20 years of pent up energy to play with family and friends, Vivien Next time, please text to let us know there is a problem. Next time, have a backup that will really backup. Hire my husband and his friend now to help you with some needed consulting so that this will never happen again. You need a contingency plan in place and well established for circumstances like these.
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